They will take your money and not provide tickets. They said the seller did not transfer them. I do not see how this is my problem. But they won't make a refund. Event is tomorrow noon and still no tickets. Customer service is useless and they will not let you speak to a suprervisor.
Event rescheduled several times and still no tickets
I bought tickets to a concert a few years ago, and it was postponed due to covid. It was again postponed a year later, and again a year after that. I have asked for a refund, and they said I can resell the tickets, but I have yet to receive any tickets. Vivdseats customer service is slow or nonresponsive. Use a different service.
trying to sell tickets and I receive message that states the barcodes cannot be verified although they are correct. tried live chat and receive message they were too busy and that I should email. did that and never got a response. called customer service and the person either understands english less than she could speak it or she just doesn't listen.
(most likely the latter) I was then transferred 3 times each with a hold time of 3 minutes and more before being hung up on. so here I sit with unsold tickets. this is not good business.
Bought ticket day of game. Ticket could not download onto my phone. called and texted vivid seats, never got through and except one time got hung up on. Vivid has it as delivered so they want to charge me . I never got the ticket. no refund on call with company. horrible experience. I advise others against using them
Complaint: [redacted] I am rejecting this response because:The issue is with the additional $charge for purchase of ticketsThis fee is neither disclosed to specified when reviewing ticketsThe tickets are offered at a price which is shown with no mention of a $processing fee and an $service feeThe customer thinks they are paying for the tickets listed, then without notice or mentioning a &fee is addedThis is approaching illegal activitiesAfter the section is submitted for pay is the consumer notified, then it is too lateI have no issues paying the owner of the tickets the price but the excess fees were hidden and not disclosedThe tickets could have been purchased at a much cheaper cost without a service fee at any other sales agencyI request reimbursement of the $as this company has purposely made their transactions to trap consumers as myselfThis organization is a fraud as they offer one product then unknowingly to the consumer add additional hidden feesThis is wrong, not a customer friendly organization set out to profit through fraud and manipulating unaware consumers Sincerely, Stephen Calderon
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent process.As our customer stated, the event was initially postponed on 5/9/Clearly stated in the terms, which our customer agreed to prior to placing their order, it is clarified, “If an event is canceled, you will be given a full refundIf an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund.” These terms further state, “Vivid Seats will determine when an event is canceled based upon the best information availablePostponed or rescheduled events will not be refunded.”Prior to receiving this claim, we attempted to contact our customer to discuss this matter but were unsuccessful in reaching them on the telephoneLater, on 6/5/2017, this event was deemed cancelledAs a result of this, per our terms, our customer immediately received a full refundAs such, we consider this matter resolved.Regards,Vivid Seats
Thank you for your responseVivid Seats maintains that the transparency of our checkout process fully allows every customer to view all order details, including a breakdown of all prices, prior to completing their orderIn addition to this current claim, our customer has also indicated having difficulties contacting us to discuss his order; however, it should be noted that we have had multiple conversations with our customer via phone, email, and our Live Chat application to discuss his orderAs we have thoroughly addressed all of Mr [redacted] concerns, we consider this matter to be closedRegards,Vivid Seats
Complaint: I would hope BBC would consider the facts that I have stated , which strongly disagrees with Vivid On how they handle their business Therefore giving them a negative rating based on customer dissatisfaction! !!! I still feel like I was scammed!!!! I am rejecting this response because: Sincerely, Kurt ***
Thank you for contacting us in reference to the concerns of our valued customer, Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Regarding Mr***'s claim that the tickets he selected were set for Instant Download delivery prior to purchase, it should be noted that this is inaccurateDelivery method is set by the seller of the tickets, not by Vivid Seats, and is completely dependent upon the original issuer of the ticketsBecause Vivid Seats is a secondary marketplace and therefore has no affiliation with any venue or box office, delivery method is outside our purviewHowever, all tickets purchased on our website are backed by the full protection of our 100% Buyer Guarantee, which ensures that they will arrive in time for the eventBefore Mr [redacted] selected these particular tickets, the delivery method was shown as "Email," and the Estimated Ship Date for these tickets was 12/31/This information was again clearly presented to Mr [redacted] for his review prior to checkout.Mr [redacted] has purchased tickets through our company in the past, and has not made us aware of any dissatisfaction with these previous purchasesWhen he contacted our customer service team to express his concerns regarding this order, Mr [redacted] received reassurance of our 100% Buyer Guarantee, and was provided with options for places nearer to the venue where he would be able to printThis was part of our ongoing effort to provide Mr [redacted] with the best customer service experience.Although he is not due a refund per the Sales Terms and Conditions agreed to prior to checkout, in the interest of customer service we have reached out to Mr [redacted] and provided a courtesy resolution to this matter that was amicable to both partiesAs such, we consider this matter resolved, and hope that Mr [redacted] will continue to choose Vivid Seats for his future event ticket needsIf he has any further questions or concerns regarding this matter, we encourage him to reach out to a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to usWe want to note that while we dispute some of Mr [redacted] assertions regarding the underlying facts related to his sale on our marketplace, we have discussed this matter with Mr [redacted] prior to receiving this complaint and have reached a resolution suitable for both partiesRegards, Vivid Seats
Thank you for your responseAs we previously clarified, no order can be placed on our website without the customer having been presented with the option to select their desired quantity in multiple locations throughout the checkout process, the Login page to provide an email address, and the final review page where customers are required to agree to the sales terms and conditions if they wish to proceed in placing the orderOur customer's valid tickets were delivered on 4/21/prior to their event scheduled to take place on 4/26/As we have sufficiently addressed our customer's concerns we consider this matter closedRegards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryVivid Seats facilitates thousands of successful transactions each day with satisfied customers, our mission is to connect customers with individual ticket holders and amazing live eventsAs a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holdersAnd yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer GuaranteeThis guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refundIn our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properlyHowever, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare casesAfter a complete investigation into this matter, we have determined that Mr [redacted] ’s order was one such caseVivid Seats has been in contact with Mr [redacted] , and issued a full refund on 12/20/As such, we consider this matter closedIf Mr [redacted] has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service teamRegards, Vivid Seats
Complaint: [redacted] I am rejecting this response because:Vivid Seats is lyingAt absolutely no time did I open or respond to any such email at "[email protected]"And, at absolutely no time did I accept any such transferThey are liars and have a reputation for being soFine, if that's how they want to be I Will summons them to court! Sincerely, Dale [redacted]
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsOn 08/14/2015, Ms [redacted] purchased tickets to see [redacted] on 07/26/This event was later postponed by the artist and/or venue for a later dateThey have since indicated that they would no longer be able to attend, to which it should be noted that Ms [redacted] typically would not be able to receive a refund for a postponed event per the agrepolicies at checkout This policy is in place with the goal of ensuring that the customer can attend the event they originally selectedIn some cases, people may want a refund for these postponed eventsWe consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customersAs such, we resolved this matter with Ms [redacted] and hope she will consider Vivid Seats for her future event ticket needsIf Ms [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service teamRegards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary markete and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent, and user-driven checkout process.Our customer has stated that they ordered tickets in section 140; this is inaccurateVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of their orderAs our site is completely user-driven, all order details are either selected or in-put by the customerWhen on the ticket listing page, our customer selected a listing in section row 15, not section Once our customer selected the tickets they were interested in for Cincinnati [redacted] l - Day Pass, they continued to the Login page which displays a detailed order summary on the right side reiterating the section, row, and quantityAfter the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that repeats the location of the ticket location, displays the number and prices of their tickets, delivery and service fees, and the total charge of $highlighted in bold textAt this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your ticketsAll prices in US DollarsAll sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your PayPal account will be charged $395.53.” Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer placed this order on 6/2/and received the exact tickets which they selected in section on 6/7/and 6/14/prior to their event which is taking place on 7/28/and 7/29/ Before receiving this claim, a customer service manager thoroughly clarified that our customer had not purchased section but rather 152, the exact tickets which were receivedIn the interest of customer service for the initial issue, the manager offered a one-time courtesy resolutionOur customer accepted this offer as a positive resolution on 6/15/though they have since filed this claimAs the exact tickets our customer selected were delivered prior to their event, a courtesy resolution was provided, and we have addressed our customer’s concerns, we consider this matter closed.Regards,Vivid Seats
Thank you for your response regarding this matterAs we have stated, Ms [redacted] was notified of the rows which she was receivingRecorded calls are for quality assurance and training purposes only, as such; we do not release such information to the publicAs it was clarified to Ms [redacted] multiple times that she was receiving rows J, L, and M, and she agreed that these rows were acceptable to her, we consider this matter closedAs we have addressed Ms [redacted] ’s concerns, we consider this matter closedRegards, Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Ms***We appreciate the opportunity to address this matterAs a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders Therefore, any changes to seating arrangements made at the discretion of the venue or of other event attendees are out of our purview.Vivid Seats has been in contact with Ms***, and has provided a resolution to this issue that was amicable to both partiesAs such, we consider this matter resolved, and hope that Ms [redacted] will consider Vivid Seats for her future event ticket needsIf Ms [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side, including number of ticketsAfter the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in redAs a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThe prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demandThis means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placedThis practice is disclosed and made transparent throughout our website and the order processBecause customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryThis policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your ticketsAll prices in US DollarsAll sales are final.”We have been in contact with MrsRaheb regarding this issue, but have been unable to reach an amicable resolutionWhile our management team is available to handle any additional concerns that MrsRaheb may have, we consider this matter closed.Regards,Vivid Seats
Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ Vivid Seats has reached out to Mr[redacted] and both parties have found an amicable resolutionWe consider this matter resolved--and we hope that Mr [redacted] will consider Vivid Seats for his future event ticket needsIf Mr [redacted] has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/12) */ Dan [redacted] Fri, May 8, at 11:AM To: "Revdex.com (Do Not Reply To This Email Address)" Cc: Vivid Seats [redacted] , Vivid Seats , Vivid Seats Sales Yes my complaint was resolved thank you Sent from my iPhone
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsWe have been in contact with MrLux and reached an amicable resolutionHowever we would like to address his concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total, so we are confident in the transparency of our checkout processAs a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersAll tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeIt also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid SeatsBased on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and validIt also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer GuaranteeThis information is readily available on our FAQ page (support.vividseats.com/support/home)As previously stated, while we still maintain that we are not at fault, in the interest of customer service we were able to find an amicable resolution with MrLuxAs such, we consider this matter resolved and If MrLux has any further questions or concerns regarding order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats
(most likely the latter) I was then transferred 3 times each with a hold time of 3 minutes and more before being hung up on. so here I sit with unsold tickets. this is not good business.
Complaint: [redacted] I am rejecting this response because:The issue is with the additional $charge for purchase of ticketsThis fee is neither disclosed to specified when reviewing ticketsThe tickets are offered at a price which is shown with no mention of a $processing fee and an $service feeThe customer thinks they are paying for the tickets listed, then without notice or mentioning a &fee is addedThis is approaching illegal activitiesAfter the section is submitted for pay is the consumer notified, then it is too lateI have no issues paying the owner of the tickets the price but the excess fees were hidden and not disclosedThe tickets could have been purchased at a much cheaper cost without a service fee at any other sales agencyI request reimbursement of the $as this company has purposely made their transactions to trap consumers as myselfThis organization is a fraud as they offer one product then unknowingly to the consumer add additional hidden feesThis is wrong, not a customer friendly organization set out to profit through fraud and manipulating unaware consumers Sincerely, Stephen Calderon
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent process.As our customer stated, the event was initially postponed on 5/9/Clearly stated in the terms, which our customer agreed to prior to placing their order, it is clarified, “If an event is canceled, you will be given a full refundIf an event is postponed or rescheduled, and the original tickets are valid for entry at the time of the rescheduled event, your order will not qualify for a refund.” These terms further state, “Vivid Seats will determine when an event is canceled based upon the best information availablePostponed or rescheduled events will not be refunded.”Prior to receiving this claim, we attempted to contact our customer to discuss this matter but were unsuccessful in reaching them on the telephoneLater, on 6/5/2017, this event was deemed cancelledAs a result of this, per our terms, our customer immediately received a full refundAs such, we consider this matter resolved.Regards,Vivid Seats
Thank you for your responseVivid Seats maintains that the transparency of our checkout process fully allows every customer to view all order details, including a breakdown of all prices, prior to completing their orderIn addition to this current claim, our customer has also indicated having difficulties contacting us to discuss his order; however, it should be noted that we have had multiple conversations with our customer via phone, email, and our Live Chat application to discuss his orderAs we have thoroughly addressed all of Mr [redacted] concerns, we consider this matter to be closedRegards,Vivid Seats
Complaint: I would hope BBC would consider the facts that I have stated , which strongly disagrees with Vivid On how they handle their business Therefore giving them a negative rating based on customer dissatisfaction! !!! I still feel like I was scammed!!!! I am rejecting this response because: Sincerely, Kurt ***
Thank you for contacting us in reference to the concerns of our valued customer, Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Regarding Mr***'s claim that the tickets he selected were set for Instant Download delivery prior to purchase, it should be noted that this is inaccurateDelivery method is set by the seller of the tickets, not by Vivid Seats, and is completely dependent upon the original issuer of the ticketsBecause Vivid Seats is a secondary marketplace and therefore has no affiliation with any venue or box office, delivery method is outside our purviewHowever, all tickets purchased on our website are backed by the full protection of our 100% Buyer Guarantee, which ensures that they will arrive in time for the eventBefore Mr [redacted] selected these particular tickets, the delivery method was shown as "Email," and the Estimated Ship Date for these tickets was 12/31/This information was again clearly presented to Mr [redacted] for his review prior to checkout.Mr [redacted] has purchased tickets through our company in the past, and has not made us aware of any dissatisfaction with these previous purchasesWhen he contacted our customer service team to express his concerns regarding this order, Mr [redacted] received reassurance of our 100% Buyer Guarantee, and was provided with options for places nearer to the venue where he would be able to printThis was part of our ongoing effort to provide Mr [redacted] with the best customer service experience.Although he is not due a refund per the Sales Terms and Conditions agreed to prior to checkout, in the interest of customer service we have reached out to Mr [redacted] and provided a courtesy resolution to this matter that was amicable to both partiesAs such, we consider this matter resolved, and hope that Mr [redacted] will continue to choose Vivid Seats for his future event ticket needsIf he has any further questions or concerns regarding this matter, we encourage him to reach out to a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to usWe want to note that while we dispute some of Mr [redacted] assertions regarding the underlying facts related to his sale on our marketplace, we have discussed this matter with Mr [redacted] prior to receiving this complaint and have reached a resolution suitable for both partiesRegards, Vivid Seats
Thank you for your responseAs we previously clarified, no order can be placed on our website without the customer having been presented with the option to select their desired quantity in multiple locations throughout the checkout process, the Login page to provide an email address, and the final review page where customers are required to agree to the sales terms and conditions if they wish to proceed in placing the orderOur customer's valid tickets were delivered on 4/21/prior to their event scheduled to take place on 4/26/As we have sufficiently addressed our customer's concerns we consider this matter closedRegards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryVivid Seats facilitates thousands of successful transactions each day with satisfied customers, our mission is to connect customers with individual ticket holders and amazing live eventsAs a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holdersAnd yet while Vivid Seats does not own or generate tickets, we do process thousands of successful orders each day—and each order is given the full protection of our 100% Buyer GuaranteeThis guarantee promises that any tickets customers purchase on our marketplace will be valid for entry to their event—and that if tickets are deemed invalid, the customer will receive a full refundIn our measures to maintain this high standard, we carefully screen each seller to ensure that their listings are legitimate and distributed properlyHowever, because the hundreds of sellers on our network process thousands of orders each day, mistakes do occur in some extremely rare casesAfter a complete investigation into this matter, we have determined that Mr [redacted] ’s order was one such caseVivid Seats has been in contact with Mr [redacted] , and issued a full refund on 12/20/As such, we consider this matter closedIf Mr [redacted] has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service teamRegards, Vivid Seats
Complaint: [redacted] I am rejecting this response because:Vivid Seats is lyingAt absolutely no time did I open or respond to any such email at "[email protected]"And, at absolutely no time did I accept any such transferThey are liars and have a reputation for being soFine, if that's how they want to be I Will summons them to court! Sincerely, Dale [redacted]
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsOn 08/14/2015, Ms [redacted] purchased tickets to see [redacted] on 07/26/This event was later postponed by the artist and/or venue for a later dateThey have since indicated that they would no longer be able to attend, to which it should be noted that Ms [redacted] typically would not be able to receive a refund for a postponed event per the agrepolicies at checkout This policy is in place with the goal of ensuring that the customer can attend the event they originally selectedIn some cases, people may want a refund for these postponed eventsWe consider the delays and the likelihood of the rescheduled event in order to be responsive to the needs of our customersAs such, we resolved this matter with Ms [redacted] and hope she will consider Vivid Seats for her future event ticket needsIf Ms [redacted] has any further questions or concerns regarding this or any other order, we welcome them to contact a member of our customer service teamRegards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary markete and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent, and user-driven checkout process.Our customer has stated that they ordered tickets in section 140; this is inaccurateVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of their orderAs our site is completely user-driven, all order details are either selected or in-put by the customerWhen on the ticket listing page, our customer selected a listing in section row 15, not section Once our customer selected the tickets they were interested in for Cincinnati [redacted] l - Day Pass, they continued to the Login page which displays a detailed order summary on the right side reiterating the section, row, and quantityAfter the customer enters an email address to create an account, they then navigate to the Checkout page, which features an even more in-depth order summary that repeats the location of the ticket location, displays the number and prices of their tickets, delivery and service fees, and the total charge of $highlighted in bold textAt this point, our customers are presented with the message, “I agree to the Vivid Seats terms and conditions,” and a check box that must be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message, “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your ticketsAll prices in US DollarsAll sales are final.” Directly above the “Place Order” button, our customer’s order total was reiterated with the bold statement: “By clicking ‘Place Order,’ your PayPal account will be charged $395.53.” Our customer then proceeded to select Place Order at which time their order was complete.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Our customer placed this order on 6/2/and received the exact tickets which they selected in section on 6/7/and 6/14/prior to their event which is taking place on 7/28/and 7/29/ Before receiving this claim, a customer service manager thoroughly clarified that our customer had not purchased section but rather 152, the exact tickets which were receivedIn the interest of customer service for the initial issue, the manager offered a one-time courtesy resolutionOur customer accepted this offer as a positive resolution on 6/15/though they have since filed this claimAs the exact tickets our customer selected were delivered prior to their event, a courtesy resolution was provided, and we have addressed our customer’s concerns, we consider this matter closed.Regards,Vivid Seats
Thank you for your response regarding this matterAs we have stated, Ms [redacted] was notified of the rows which she was receivingRecorded calls are for quality assurance and training purposes only, as such; we do not release such information to the publicAs it was clarified to Ms [redacted] multiple times that she was receiving rows J, L, and M, and she agreed that these rows were acceptable to her, we consider this matter closedAs we have addressed Ms [redacted] ’s concerns, we consider this matter closedRegards, Vivid Seats
Thank you for reaching out to us regarding the concerns of our valued customer, Ms***We appreciate the opportunity to address this matterAs a secondary marketplace, Vivid Seats is not affiliated with any artist or venue; rather, we act as an intermediary between fans and ticket holders Therefore, any changes to seating arrangements made at the discretion of the venue or of other event attendees are out of our purview.Vivid Seats has been in contact with Ms***, and has provided a resolution to this issue that was amicable to both partiesAs such, we consider this matter resolved, and hope that Ms [redacted] will consider Vivid Seats for her future event ticket needsIf Ms [redacted] has any further questions or concerns regarding this or any other order, we welcome her to contact a member of our customer service team.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen a customer selects tickets, they are led to a Login page that displays a detailed order summary on the right side, including number of ticketsAfter the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an even more in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in redAs a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThe prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demandThis means that ticket prices can fluctuate at any time, and sellers are notified as soon as an order is placedThis practice is disclosed and made transparent throughout our website and the order processBecause customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryThis policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html) and during checkout, where the following message is displayed directly above a box that customers must check to authorize the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your ticketsAll prices in US DollarsAll sales are final.”We have been in contact with MrsRaheb regarding this issue, but have been unable to reach an amicable resolutionWhile our management team is available to handle any additional concerns that MrsRaheb may have, we consider this matter closed.Regards,Vivid Seats
Initial Business Response / [redacted] (1000, 5, 2015/05/07) */ Vivid Seats has reached out to Mr[redacted] and both parties have found an amicable resolutionWe consider this matter resolved--and we hope that Mr [redacted] will consider Vivid Seats for his future event ticket needsIf Mr [redacted] has any further questions or concerns regarding this or any other order, we welcome him to contact a member of our customer service team Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/12) */ Dan [redacted] Fri, May 8, at 11:AM To: "Revdex.com (Do Not Reply To This Email Address)" Cc: Vivid Seats [redacted] , Vivid Seats , Vivid Seats Sales Yes my complaint was resolved thank you Sent from my iPhone
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsWe have been in contact with MrLux and reached an amicable resolutionHowever we would like to address his concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their order total, so we are confident in the transparency of our checkout processAs a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersAll tickets listed on our site are owned and priced by individual sellers, not Vivid Seats, based on those sellers' assessments of changing factors such as customer demandThis means the price is not based on the tickets' original price, or face value, and may change at any timeIt also means that the largest portion of any order placed in our marketplace goes directly to the seller; the service and delivery charges are the only proceeds that go to Vivid SeatsBased on a range of factors, the service charge covers all of our operational expenses, from payroll for the in-house customer service center to the cost of finding resellers and verifying that their tickets are authentic and validIt also funds our software development and industry-leading website security, enabling us to keep transactions secure and provide the support of our 100% Buyer GuaranteeThis information is readily available on our FAQ page (support.vividseats.com/support/home)As previously stated, while we still maintain that we are not at fault, in the interest of customer service we were able to find an amicable resolution with MrLuxAs such, we consider this matter resolved and If MrLux has any further questions or concerns regarding order, we welcome them to contact a member of our customer service team.Regards,Vivid Seats